Extra Bill
My plan £25 now every month 35/36 GBP AND ALREADY CALL CUSTOMER SERVICE BUT TILL NO RESOLVE MY PROBLEM IF YOU NO SLOVE THE PROBLEM SO PLEASE CLOSE MY ACCOUNT BECAUSE NO HAVE EXTRA CHARGE NO NEED VIRGIN MEDIA BROADBAND.. BEFORE SELLING TIME DIFFERENT PRICE AFTER DIFFERENT SO PLEASE NO NEED 🙏Unresolved High Latency - Terrible customer service.
Hello, Im a customer of roughly 10 years+ and I’m experiencing ongoing broadband performance issues with Virgin Media since January 2025, including high latency, packet loss, and inconsistent speeds across both wired and wireless devices. This has made basic internet use — like streaming, using virtual desktops, or even signing into websites — extremely unreliable. Despite: • 3 engineer visits • A new router • Countless phone calls and promises …the issue is still unresolved. Third-Party Diagnostics: I had a third-party company run diagnostics, including a traceroute. Their analysis showed: • Data travels smoothly until reaching Virgin Media’s Luton data centre • From there, it appears to hit a problem with overloaded infrastructure or routing before reaching my home. • The traceroute could not even complete beyond Luton, indicating serious issues in the Virgin Media network itself They confirmed that the fault appears to lie within Virgin’s internal routing and node load balancing, and not with anything in my home setup. Complaint Handling Issues: This has been escalated through Virgin Media’s complaint process — but their handling of the complaint raises serious concerns: • A manager promised I could send in my diagnostic evidence via email — but never followed up • Another manager claimed engineers could “re-route” data to avoid congestion — this never happened • Virgin Media has closed my complaint without my consent, even though it remains unresolved • They have told me to wait up to 28 days for a deadlock letter, preventing me from escalating the issue to the Communications Ombudsman • They promised the 3rd engineer could re-route data, but he didn't Ofcom General Condition Violations: This handling may constitute a breach of the Ofcom General Conditions of Entitlement, including: • GC C4.5: A provider must not close a complaint unless the customer agrees it is resolved or they issue a deadlock letter • GC C4.8: Providers must not unduly delay issuing a deadlock letter • GC C4.1–4.4: Sets expectations for fair, accessible, and efficient complaint handling Additional Issues: • The Virgin Media website and app often fail to load, meaning I can’t manage my account or track the complaint properly • Some sites won’t even load until I refresh several times, High ping, Buffering and Low Quality Streaming • I’ve seen others on this forum and elsewhere with similar unresolved latency and routing issues I am in the process of escalating to the Communication Ombudsman since VM want to issue an unnecessary and long 28 day wait for a deadlock letter and the issue is obviously unresolved and at a deadlock with managers contradicting each other. I just want my normal internet service back.
Customer Service and Renewals
I'm trying to have a conversation with VM retention team again. It's becoming the usual farce: Just to let you know the current wait time to speak to an advisor today is 27 minutes. As soon as someone is available we will connect you. Customer This is the increase you have proposed: you've been enjoying a promotional price of £41.34* a month for your services. When your contract comes to an end on 12 February 2025, this will change to £70.71* a month. I will not accept any increase. Please offer a contract renewal at no more than £41.34 per month. Terri BOT 2:23 PM Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 29 minutes. Terri BOT 2:33 PM Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 30 minutes. Customer Sent at2:42 PM How long to wait now? Terri BOT 2:43 PM Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 35 minutes. Customer Sent at2:45 PM I think all this waiting is another of the reasons I am reluctant to renew, let alone pay more for, my VM services Terri BOT 2:53 PM Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 43 minutes.
